Multibrand Setup (Part 2): Zendesk Chat-Support Integration (Phase 3)

• Multibrand Setup (Part 1): Legacy Zendesk Chat (standalone)
• Multibrand Setup (Part 2): Zendesk Chat in the Web Widget (Classic)
• Multibrand Setup (Part 3): Best Practices

If you are using the Chat Phase 3 Chat-Support integration, you first need to set up multiple brands in Zendesk, and use the Web Widget (Classic).  

Step 1: Set up multiple brands in Zendesk

Your Zendesk account has one brand by default, but on some plans you can set up and support multiple brands.

Read our guides on setting up multiple brands in Zendesk.

 

Step 2: Add the Web Widget (Classic) to your brands in Zendesk 

The Web Widget (Classic) supports Multibrand. Here’s how this works:

• A customer can have one Web Widget (Classic) per brand
• Each Web Widget is made up of:
• The unique code snippet of code (to go onto the respective brand website)
• A set of customizations/settings for that widget
• All (of the multibrand) classic Web Widgets share one Zendesk Chat account. The specific brand name is passed as a tag to Chat to display in the agent's chat window (for context) - it looks like this:

  

To add the widget to your brands in Zendesk Support  

1. In Zendesk Support, click the Admin icon () in the sidebar, then select Channels > Widget.
2. On the Widget admin page, click Add widget.
3. In the configuration capsule, use the drop-down menu to select the brand you want to add a widget to, then click Save.
4. Repeat these steps for any other brands to which you want to add a widget.

Now, on the Widget admin page, you can view and customize every brand that includes a Web Widget. 

Step 3: Route chats to a department using the Web Widget

Once you’ve got the Web Widget enabled for each of your brands, you’ll need to set up your Chat account to support all the brands, then route the chats to each brand's department.

First you need to create a department and add at least one agent for each brand. See Creating a department for information.

Next, you’ll need to create triggers to route chats to the right departments.

 To create a routing trigger

1. On your Chat dashboard, click Settings > Triggers.
2. Click Add trigger.
3. Enter a name and description for the trigger, then customize it like the following example:
   
4. Click Create triggers. 

Step 4: Add the widget to your brand's web pages

When you've set up your brands, departments, and triggers as described above, you'll need to add the Web Widget to every page you want 

Here’s the API script you will need to add to your web pages:  

<script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=39a91bba-f0a9-4f68-9d6c-5b9895b12327"> </script>

The main difference is that the Web Widget automatically detects if the corresponding department is offline and offer only the contact form. The rest of the script remains almost the same.

For more information, see Adding Web Widget (Classic) to your website or Help Center.

Step 5: Customize the Web Widget (Classic)

You may want to customize the Web Widgets to match your brands. You can do basic configuration through the Web Widget (Classic) settings page, and more advanced customization using the Web Widget (Classic) API.

For detailed instructions on customizing the widget, see Configuring components in the Web Widget (Classic) and Advanced customization of the Web Widget (Classic).

 Next: Multibrand Setup (Part 3): Best Practices